Credit Operations & Collections Manager

Mondo Solutions; Makati; Presencial; PHP 1.800.000 - 3.600.000; Jornada completa

Descripción de la vacante

Mondo Solutions is seeking a senior leader for Credit Operations & Collections in the Philippines to design and implement the end-to-end collections infrastructure from the ground up. You will craft policies, SOPs, escalation frameworks and technology stacks to manage delinquency and recoveries across multiple lending products.

You will lead and scale a high-performance team, establish KPIs, and ensure compliance with BSP regulations and the Data Privacy Act while working closely with Risk,

Formación

• Bachelor’s degree in Finance, Business Administration, Economics, or related field; Master's or certs in Credit/Risk are a plus.
• Minimum 6–8 years in credit operations/collections within financial services in the Philippines.
• 2–3 years in a managerial or team-lead role overseeing collections staff.
• Experience with consumer lending products and fast-paced startup environments.

Responsabilidades

• Design and build collections infrastructure: policies, SOPs, escalation, bucket strategies, tech stack.
• Define end-to-end collections workflows for delinquency stages and write-off protocols.
• Identify and implement tools: dialers, CRM integrations, payment reminders, dashboards.
• Develop segment-specific strategies based on borrower risk profiles.
• Scale the team with KPI-driven management and coaching.
• Ensure compliance with BSP regulations and Data Privacy Act.

Conocimientos

BSP regulations

DPD analytics

CRM systems

Negotiation

Leadership & coaching

Data dashboards

AI tools usage

Educación

Bachelor's degree in Finance/Business/Economics

Master's degree or professional certification (advantage)

Herramientas

MS Excel/Google Sheets

Collection tools & dialers

Reporting software

Descripción del empleo

Department: Credit Operations & Collections

Reports To: Country Lead - Philippines

Education

• Bachelor's degree in Finance, Business Administration, Economics, or a related field from a recognized university. A Master's degree or professional certification in Credit Management or Risk Management is an advantage.

Experience

• 6-8 years of progressive experience in credit operations and/or collections within a bank, fintech, financing company, or multi-finance institution in the Philippines.
• Demonstrated track record of building or significantly restructuring a collections function - including policy design, team setup, and technology implementation.
• Minimum 2-3 years in a managerial or team-lead role overseeing collection agents or credit operations staff.
• Strong exposure to the consumer lending segment: salary loans, personal loans, paylater, or credit cards.
• Must have experience working in a fast-paced, startup, or high-growth environment.

Key Skills

• Deep familiarity with the Philippine collections landscape - BSP regulations, consumer protection norms, and ethical collections practices.
• Strong analytical ability to read DPD data, identify portfolio trends, and translate insights into executable strategy.
• Hands-on proficiency in collection systems, CRM platforms, and MS Excel or Google Sheets for reporting.
• Strong negotiation skills - able to restructure repayment plans and manage borrower disputes professionally.
• Practical familiarity with AI tools and data dashboards to manage team performance and reporting efficiently.

Personality Traits

• Builder mentality - you find energy in creating order and structure where none existed.
• High ownership and strong follow-through; you do not need to be chased.
• Firm but empathetic - you understand that the people you are collecting from are often in genuine distress.
• Comfortable operating with ambiguity and broad scope; you adapt quickly and do not freeze when the playbook is missing.
• Detail-oriented with a bias for speed and execution.

Key Responsibilities

1. Collections Infrastructure Setup & Strategy (35%)

• Design and build company in the Philippines's collections infrastructure from scratch: policies, SOPs, escalation frameworks, bucket-wise strategies, and technology stack.
• Define end-to-end collections workflows - early-stage delinquency, hardship programs, skip tracing, legal escalations, and write-off protocols.
• Identify and implement appropriate collection tools: dialers, CRM integrations, payment reminder systems, and performance dashboards.
• Develop and execute segment-specific collection strategies tailored to different borrower risk profiles and delinquency stages.
• Build and maintain relationships with third-party collection agencies and external mediators for escalated cases.
• Ensure all collection activities comply with BSP regulations, consumer protection laws, and the Data Privacy Act (RA 10173).

2. Credit Operations Management (30%)

• Oversee day-to-day credit operations: application intake, credit assessment workflows, document verification, and disbursement coordination with banking and multifinance partners.
• Work with the credit risk team to refine underwriting criteria specific to the distressed borrower segment - salaried employees with existing debt obligations across multiple lenders.
• Ensure credit operations are aligned with company's debt consolidation model - bridging funds are paid directly to existing creditors, not to the borrower's account.
• Monitor and continuously improve turnaround times (TAT) across the application-to-disbursement pipeline.
• Maintain accurate records of credit decisions, settlement confirmations, and disbursement logs for audit and regulatory purposes.
• Recruit, onboard, and manage a team of collections agents - setting clear KPIs, productivity benchmarks, call quality standards, and code-of-conduct guidelines.
• Provide regular coaching, performance reviews, and structured capability-building sessions to develop the team.
• Foster a high-performance, accountable culture that is firm with commitment but empathetic to borrowers in genuine hardship.
• Scale the collections team progressively in line with portfolio growth - from a small founding crew to a structured department.

4. Performance, Reporting & Stakeholder Management (15%)

• Define and track key credit and collections KPIs: DPD buckets, collection rates, contact rates, resolution rates, roll rates, recovery percentages, and loss rates.
• Prepare and present periodic performance reports to the Country Lead and senior management with clear insights and recommended corrective actions.
• Build dashboards that provide real-time visibility into portfolio health, agent productivity, and collections outcomes.
• Coordinate closely with internal teams - Risk, Legal, Customer Success, Finance, and Product - to ensure a coherent credit-to-collections experience.
• Engage with OJK-supervised banking and multifinance partners on disbursement and repayment coordination.